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Troy DuMoulin, VP, Research & Development

Troy is a leading ITIL® IT Governance and Lean IT authority with a solid and rich background in Executive IT Management consulting. Troy holds the ITIL Expert certifications and has extensive experience in leading IT Service Management (ITSM) programs with a regional and global scope.

He is a frequent speaker at IT Management events and is a contributing author to multiple ITSM and Lean IT books, papers and official ITIL publications including ITIL’s Planning To Implement IT Service Management and Continual Service Improvement.


The Guide

"This blog is dedicated to making sense out of the shifting landscape of IT Management. Just when we thought we had a good handle on managing technology, the job we thought we knew is being threatened by strange acronym’s like ITIL, CMMI, COBIT, ect.. Suddenly the rules have changed and we are not sure why. The goal of this blog is to offer an element of sanity and logic to what can appear to be chaos."

Hitch Hiker's Guide to the Galaxy

"In many of the more relaxed civilizations on the Outer Eastern Rim of the Galaxy, the Hitch Hiker’s Guide has already supplanted the great Encyclopedia Galactic as the standard repository of all knowledge and wisdom, for though it has many omissions and contains much that is apocryphal, or at least wildly inaccurate, it scores over the older more pedestrian work in two important respects.

First, it is slightly cheaper: and secondly it has the words DON’T PANIC inscribed in large friendly letters on its cover."
~Douglas Adams


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Sunday, June 22, 2014

PR 58 The IT Factory – Craft or Utility?

To Build And Govern A Federated and Diverse IT Services Empire You Need Roman Roads

In this Episode of Practitioner Radio George and I review key manufacturing terms and concepts and apply them to IT Service Management concepts. In principle it is important to understand that the nature of service delivery can vary widely from custom developed Engineer To Order all the way to standardized Make To Stock service offerings. In fact most IT Service organizations will have to manage a service portfolio with offerings across the full range.

The challenge comes when most services we deliver are custom and very little has been standardized. While it is certainly possible to operate in this fashion (and many if not most IT shops do) it is not advisable since this service delivery model bears the consequences of high variability, complexity, risk, cost and low throughput.

What made the Roman Empire great is that it knew how to Govern a diverse set of regionally unique provinces (service providers), by leveraging the strength of their native differences and creativity while establishing standards and roman roads when required to hold the complex empire together for hundreds of years.

Internal IT organizations do not have to choose to be either a Craft or Utility focused provider. Rather they have to agree and define which services will be custom developed and which ones will become standardized Roman Roads spanning the political, geographic boundaries and silos of the IT Enterprise Value System.

Show Notes:

Troy’s and George’s Thoughts What Are Yours?

“All roads lead to Rome.” ~Jean de La Fontaine

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Posted by Troy DuMoulin on 06/22 at 07:49 PM
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Don't Panic

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